Operations Support Specialist

Description

Who are we?

We are Servme! A powerhouse guest experience and CRM platform built for modern hospitality. Born to simplify operations, we offer table and seat management, waitlist, guest profiling, commission-free online bookings, a full marketing suite, and razor-sharp analytics.

Purpose-built from the front to the back of the house, Servme seamlessly integrates with telephone systems, point of sale, hotel PMS, payments, and major social platforms like Facebook, Google, and Instagram.

We're not just another booking tool — we're the operational brain behind smarter restaurants, cafes, and hotels. And yes, we're growing fast. With a relentless focus on streamlining hospitality, Servme is becoming the go-to guest experience platform in the region and beyond. Ready to serve smarter? That's Servme.

The job in a nutshell

At Servme, product is at the core of everything we do. This role is not just about handling tickets — it’s about deeply understanding our users, solving real problems, and delivering exceptional support experiences.

We’re looking for a talented Operations Support Specialist to join our growing team and ensure our clients operate smoothly every day.

What will you do?

We are seeking an Operations Support Specialist responsible for managing incoming support requests and operational queries from clients in a fast-paced, shift-based environment.

This role requires strong communication skills, a high level of ownership, and the ability to work closely with clients in real-time, ensuring timely resolution of issues and a seamless customer experience.

Success in this role depends on your ability to prioritize effectively, maintain continuity across shifts, and deliver consistent, high-quality support.

This is a shift-based role, including afternoon/evening hours and weekend coverage, with clear ownership of support during assigned shifts.

Responsibilities:

• Actively monitor, manage, and respond to incoming customer support requests in real-time (ticketing systems, email, internal tools)
• Provide non-technical product assistance, guidance, and operational support to clients
• Handle requests related to product usage, configurations, workflows, and general support
• Identify and classify requests as bugs, feature requests, or support inquiries
• Raise clear, well-structured tickets with Product/Engineering teams, including context, steps, and priority
• Coordinate internally with Product, Operations, and Customer Success teams to resolve issues
• Track, prioritize, and follow up on support tickets to ensure timely resolution
• Maintain accurate records of requests, actions taken, and resolution status
• Own support coverage during assigned shifts, ensuring SLAs and response times are met
• Perform structured handovers between shifts to ensure continuity and no loss of context
• Identify recurring issues and share insights with Product and Operations teams
• Support clients during manual or interim processes while automation is being implemented
• Ensure a high-quality, professional, and empathetic customer experience at all times
• Adhere to internal SLAs and operational support guidelines

Requirements

What are we looking for?

• 3-5 years of experience in operations support, customer support, or service roles
• Strong communication skills (written and verbal)
• Ability to handle multiple requests simultaneously in a fast-paced environment
• Strong attention to detail and organizational skills
• Ability to analyze issues and distinguish between bugs, feature requests, and usage-related queries
• Customer-first mindset with a strong problem-solving approach
• Comfortable working with support tools, ticketing systems, and internal dashboards
• Strong product mindset with the ability to understand user behavior and workflows
• Experience in SaaS, hospitality, or technology-driven environments is a strong advantage
• Fluency in English and Arabic is required (French is a plus)
• Willingness to work in a shift-based schedule (including evenings and weekends)

What we offer you?

We believe you will love working at Servme!

We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.

We offer highly competitive compensation packages, including bonuses and the potential for shares.

We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.

We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.